Click on question to see our response.
|
| 1. How do I order? |
Simply visit our on-line store or call our toll-free number during regular business hours (see below). We also welcome mail, fax or e-mail orders. Our mailing address, telephone, fax and e-mail information is as follows:
Mail Order Pet Supplies, Inc.
2 - 558 Upper Gage Ave. Suite 211
Hamilton, ON
L8V 4J6
Orders -Toll Free # : 1-888-648-MOPS
Other Calls: 1-905-648-8952
Fax Calls: 1-905-667-5306
E-Mail: orders@mops.ca
|
|
 |
| 2. What methods of payment do you accept? |
| American Express, MasterCard, VISA and PayPal are the preferred methods of payment. Email Money Transfer, cheque or money order is also acceptable but if you are paying by personal cheque we may hold your order until the cheque clears. A certified cheque or money order will ensure immediate shipment. |
|
|
| 3. What are your hours? |
== Regular Hours
Our Customer Service Representatives are available to take orders or handle other inquiries between 9:00 am and 5:00 pm EST on weekdays and between 10:00 am and 4:00 pm on Saturday and Sunday.
== Summer Hours
During the summer we are closed on Sundays so from May 24th to Sept 30th our Customer Service Representatives are available to take orders or handle other inquiries between 9:00 am and 5:00 pm EST on weekdays and between 10:00 am and 4:00 pm on Saturday.
== Holiday Hours
We are closed on all Ontario Statutory holidays: New Years Day, Family Day, Good Friday, Victoria Day, Canada Day, the Civic Holiday, Labour Day, Thanksgiving Day, Christmas Day, Boxing Day. |
|
|
| 4. When will my order be shipped? |
| On weekdays, in-stock merchandise is shipped the same day if received by 2:00 pm EST. Orders received after that, or on weekends or holidays, are shipped the very next business day. |
|
|
| 5. How is my order shipped and what does it cost? |
Orders are shipped either by Courier [currently FedEX Ground] or Postal Service --- the choice is yours!
For delivery by Courier, you pay the actual charges based on a 1 kG package [2.2 lbs] shipped via ground service, plus a nominal $1.00 service charge to cover the cost of insurance and packing materials. We pay any additional charges.
For Postal Service, shipping on orders under $100.00 is $6.95 anywhere in Canada. For orders between $100.00 and $199.99 the rate is just $3.95, and for orders over $200.00 shipping is FREE. The delivery standard for this service is between 1 to 7 business days between all major centers.
NOTE: Additional Shipping Charges apply to items indicated by the  symbol. |
|
|
| 6. Do you ship to the US? |
| Yes. Orders to the contiguous USA are shipped by UPS. The cost varies between $10.86 USD and $17.05 USD depending on the exact destination. Orders outside the contiguous USA are handled as International orders. See our FAQ about International Shipments for further information. |
|
|
| 7. Do you accept International Orders? |
Yes, we accept International Orders however orders outside of Canada or the contiguous USA, are subject to a minimum of $100.00 CAD and shipping rates are based on the final destination, total weight of the items ordered and the method of shipment that is chosen -- we'll provide a shipping quote, for your approval, prior to processing your order.
Please note that due to the difficulty in validating International Credit Cards, payment is restricted to PayPal "Verified" Users. To join or obtain further information about PayPal, click here.
If you are a PayPal "Verified" User and would like to obtain a shipping quote, please submit an order online and we'll provide you with a shipping quote prior to processing your order. Should you wish to get an idea of the shipping cost before entering your order, you can visit the Canada Post or FEDEX Websites and estimate the weight and size of the items you plan to order to determine an approximate shipping cost. Our originating Canadian postal code is L8W 3R6 located in Hamilton, Ontario. |
|
|
| 8. How do I remove my name from your mailing list? |
| If you are receiving our catalogue and are no longer in the hobby or would just like to be removed from our mailing list, please call toll-free or e-mail us your address information. |
|
|
| 9. What if I want to return an item? |
Should you find it necessary to return an item, please call us first. All returns should be properly packaged to avoid damage and should include all original boxes and paperwork to receive a refund, replacement or credit. Shipping fees are not refundable, unless, of course, you are returning defective merchandise or merchandise we sent in error.
Our return addresses are as follows:
Shipping/Returns from within Canada:
Mail Order Pet Supplies, Inc.
16 Harlowe Rd, Unit 1B
Hamilton, ON
L8W 3R6
Shipping/Returns from within the USA:
Mail Order Pet Supplies, Inc.
3909 Witmer Rd PBM 427
Niagara Falls, NY
14305-1244
|
|
|
| 10. What do I do if a product breaks or doesn't preform as promised? |
| Keep all warranties and owner's manuals you receive with your merchandise. In the event an item becomes defective or just doesn't live up to your expectations, please refer to the warranty information you received for proper handling procedures. |
|
|
| 11. Do you rent out your mailing list? |
| We occasionally make our mailing list available to carefully screened companies whose products or services might interest you. If you'd prefer not to receive such mailings simply let us know. |
|
|
| 12. Have you changed your prices to reflect the current strength of the Canadian Dollar? |
| We work hard to keep our prices as low as possible. While we lowered prices throughout the year as we restocked and were able to buy products for less, we made a concentrated effort over the last two or three weeks (from the last week of October to the middle of November) to review the some 4,200 plus items that we offer and have lowered the prices on many more of them. At this point about 98% of the products that we sell have been adjusted to reflect the current strength of the Canadian Dollar. |
|
|
| 13. What currency are your prices in? |
In our catalogues, all prices are quoted in Canadian dollars.
On our website, prices are quoted in both Canadian and United States Currencies. |
|
|
| 14. Why are your US prices lower than your Canadian Prices? |
Most of the products that we carry originate in the United States so wherever possible orders for our US customers are shipped from within the US. This keeps our US prices lower, since we don't need to pay to transport those products to Canada. It eliminates the freight costs, customs brokerage charges and if applicable, duties that otherwise need to be built into our Canadian prices. In addition we are able to eliminate the costs associated with warehousing those items ie. we don't need to factor in additional costs to unload, store or insure those products. While these costs vary somewhat we estimate that this saves our American customers approximately 14%.
In addition to these savings, the difference in the value of the Canadian dollar versus the US dollar is factored out of our US prices. Currently however, the US dollar is reflected at PAR. |
|
|
| 15. Can I order a product that is not listed in your catalogue? |
| If there is something you want and you don't see it listed, please call or e-mail us with the name of the product and the manufacturer and we'll do what we can to get it for you. We may even have it already. New products are arriving all the time and unfortunately not all of them get listed in our catalogue or on our website right away. |
|
|
| 16. How often do you change your prices? |
| We try to keep price changes to a minimum, however, due to the realities of the market and occasional mistake that finds its way into our catalogues or Internet listings, we reserve the right to change prices without notice. Price reductions are passed on promptly. |
|
|
| 17. Can I add someone to your mailing list? |
| Indeed you can! If you know someone who loves keeping Fish as much as you do, please let us have their mailing information and we'll send them a complimentary copy of our latest Catalogue. |
|
|
| 18. What happens if I order something and it is not in stock? |
| While we try our best to stock all items, once and awhile we do find ourselves out of stock on some items. Should this happen we will send the item to you, at our expense, as soon as it becomes available. |
|
|
| 19. Do you have a minimum order? |
There is no minimum required for orders being shipped anywhere in Canada or the contiguous United States, however, if the order is less than $50.00 a $5.00 handling charge will be added when the order is shipped. To eliminate the handling charge and to take advantage of our flat rate shipping charges you can bulk your orders or combine them with a friend.
International orders outside of Canada or the contiguous USA, are subject to a minimum of $100.00 CAD. |
|
|
| 20. Do you have a store front that I can visit and if so, what are your hours? |
| We operate a warehouse and while it's primarily set up as a pick, pack and shipping operation you're certainly welcome to drop by to pick up items. The warehouse is located at 16 Harlowe Rd Unit 1B (around the back of the building -- you'll see MOPS posted on the door.). Please refer to the FAQ "What are your hours?" for our current hours of operation. If you are making a special trip to purchase a particular item we would encourage you to call ahead to check stock (we hate to disappoint) or place an order on line and have us get it ready for you. |
|
|
| 21. Other questions or comments? |
|
|
|
| 22. Do you have a price guarantee? |
| Yes, it's not a price match guarantee but a 30 day Price Guarantee. If you find yourself in thefrustrating position of having just purchased an item from us and the price of that item drops, don't worry. Just email us within 30 days of your original purchase date and we will happily issue
you a store credit for the difference. |
|
|
| 23. Do you match prices? |
| Yes, we match prices with other legitimate Canadian retailers provided those retailers have an established business in good standing and enjoy a favorable customer reputation. We do not however match prices with E-Bay, basement or garage operations. Call us at 1-888-648-6677 to see if we'll match a particular retailer. Our goal is to offer reasonable prices for all of the products that we sell so if our prices are way off the mark we'll want to know why --- you should probably know why too! |
|
|
| 24. Why can't I use my coupon? |
| If you are receiving an error message when you are trying to use a coupon it generally means that the coupon is not valid for one or more of the items you're trying to purchase. Usally this happens when you are purchasing an item that is on sale already. Our coupons can't be combined with any other discount, special offer or coupon. |
|
|
Shopping Cart: 
